Senior Platform Support Engineer

As a Sr. Platform Support Engineer in our SRE Operations team, you will be a key player in ensuring the 24x7x365 smooth operation of Saviynt’s Enterprise Identity Cloud. This role focuses on maintaining the stability, performance, and reliability of our platform with a strong emphasis on application layer support and operational ownership. You will be working closely with other operations team members, development, and engineering to resolve issues, implement improvements, and provide exceptional support. This is an opportunity for someone who enjoys operational challenges and problem-solving in a dynamic cloud environment and wants to see their work through to completion.

WHAT YOU WILL BE DOING

• Strong pod-level troubleshooting skills in AKS/EKS (not just restarting pods).

• Analyze application and DB (RDS, MySQL) performance issues.

• Deeply investigate and analyze application performance issues (Java, Grails, Hibernate), identifying root causes and implementing solutions.

• Oversee the monitoring of our SaaS applications and underlying infrastructure (Kubernetes on AWS and Azure, VPN connections, customer applications, Elastic Search, MySQL) for alerts and performance issues.

• Strong understanding of basic computing concepts like DNS, IP addressing, Networking, and LDAP.

• Effectively participate and contribute in on-call escalations with a strong operational mindset and provide technical guidance during critical incidents.

• Proactively communicate with customers on technical issues when required.

• Ability to guide junior engineers when needed technically.

• Manage the full lifecycle of alerts, incidents, and service requests reported through FreshService, ensuring timely and accurate logging, prioritization, resolution, and escalation.

• Develop, implement, and maintain operational procedures, runbooks, and knowledge base articles to standardize incident resolution and service request fulfillment.

• Drive continuous improvement initiatives to optimize operational efficiency, reduce incident rates, and improve service request turnaround times via engineering automation to reduce toil and waste.

• Collaborate with backend engineering and development teams to troubleshoot complex issues, identify root causes, and implement preventative measures.

• Ensure adherence to defined SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) for operational performance.

• Maintain operational documentation, including system diagrams, contact lists, and escalation paths.

• Ensure compliance with relevant security and compliance policies.

• Plan and coordinate scheduled maintenance activities with minimal impact to service availability.